Customer Service Team Lead

3 giorni fa

Milano, Lombardia, Italia Glovo A tempo pieno
About the Role

We are seeking a highly skilled and experienced Live Operations Lead to join our team in Italy. As a key member of our Live Operations team, you will be responsible for leading the Customer Service Operations in Italy, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Lead the effective operation and results of Customer Service hubs providing service to Italy, one of the biggest Glovo countries with +200 HC agents.
  • Travel at least once a month to Romania and Albania to ensure seamless operations.
  • Report to the Italy Live Operations Manager and directly manage the hub team (trainers, quality managers, supervisors).
  • Drive satisfaction, efficiency, and quality in the hubs, collecting, analyzing, and acting on key performance indicators (KPIs) such as Service Levels, Quality, Satisfaction, Costs, and customer service metrics.
  • Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large-scale operations.
  • Review hub workforce planning to ensure it captures key local priorities and ensure full alignment at agent level with training and quality processes.
  • Be the main point of contact for Business and Operations Local Managers with regards customer service in your country.
  • Create a culture that ensures collaboration and goals achievement, empowering and engaging the agents, our Live Ops Heroes Team.
  • Act as the Voice of the Customer across the organization, driving cost efficiency with effective budget planning and managing the relationship with the hub providers.
  • Translate Masterplan targets into daily objectives for the call center's day-to-day activities and continually develop improvements and embed successful change projects.
Requirements
  • Extensive experience (+2 years) of leading large operational customer service teams (> 200 HC).
  • Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
  • Strong analytical and numerical skills with a track record of exceeding targets, KPIs, SLAs in fast-paced environments.
  • Understanding of reporting and budgeting procedures.
  • Demonstrate ability to motivate and communicate with others at all levels.
  • Evidence of well-developed Vendor management skills.
  • Ability to coach, motivate, and drive team performance.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Able to adapt and succeed in a changing environment.
  • Fluency in Italian and English is a must.
  • An empathetic, inclusive, and curious attitude.
About Glovo

Glovo is a fast-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers, and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries, revolutionizing the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology.

We believe in embracing diversity, fostering an inclusive culture where everyone can bring their authentic selves to work. We are committed to providing equal opportunities to talent from all backgrounds, and we encourage you to bring your unique perspective and skills to our team.

At Glovo, we offer a range of benefits, including an enticing equity plan, top-notch private health insurance, monthly Glovo credit, discounted gym memberships, extra time off, and enhanced parental leave. We also prioritize the well-being of our employees, offering online therapy and wellbeing benefits.

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